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Cancelling Mio contract BEFORE it's being processed

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andrewgoh90
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Cancelling Mio contract BEFORE it's being processed

Postby andrewgoh90 » Tue, 25 Sep 2012 8:00 pm

Hi,

Last week a sales personnel came knocking on my house door and advised my parents to migrate to exStream plan with monthly subscription charge of $69.90 flat.

My dad wasn't told of the installation charges, box rental and what's on, that salesperson went on to subscript us to Family+ when he only told me we got a few channels free with plan itself.(Welcome Pack).

I checked the contract and proceeded to call the Singtel Customer Service 2 days asking them about the hidden charges the salesperson didn't even mentioned about.

I know there is a termination charges(before installation) of $230+.
I consulted the CSO on the line regarding this and was told that it is applicable only when the contract is being processed. But it wasn't being processed yet when i called up Singtel.

Today, I received a phone call from someone claiming its regarding the internet service. The number is a HP number and not 1688.

Can someone advise me on this?
Whether is there $230+ charges, or other things?

ahkiatt
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Postby ahkiatt » Tue, 25 Sep 2012 10:34 pm

Okay so what happened is that the guy who knocked on your door is a salesman working for a subcontractor of Singtel, so for him to submit your invoice it'll take a few days. He's making a neat commission. If I'm not wrong if you sign from Singtel they won't charge an installation fee.

It'll take a few days before anything can be done. I hope you took down his number.

Protip: Call in and "bang table(shout)" at the poor customer service officer, it works. They can waive a lot of stuff.

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x9200
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Postby x9200 » Wed, 26 Sep 2012 7:29 am

Probably not many people are aware but you can actually cancel such contract (involving a salesman at your door steps) under Consumer Protection (Fair Trading) Act. You have for this 5 working days so it may be already too late. There are some charges involved but I don't expect this to be as much as 260++ SGD. Google for more.

andrewgoh90
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Postby andrewgoh90 » Wed, 26 Sep 2012 8:33 am

ahkiatt wrote:Okay so what happened is that the guy who knocked on your door is a salesman working for a subcontractor of Singtel, so for him to submit your invoice it'll take a few days. He's making a neat commission. If I'm not wrong if you sign from Singtel they won't charge an installation fee.

It'll take a few days before anything can be done. I hope you took down his number.

Protip: Call in and "bang table(shout)" at the poor customer service officer, it works. They can waive a lot of stuff.


Yea. The CSO handling my case said he can try to waive the installation charges if the contract is being processed.

x9200 wrote:Probably not many people are aware but you can actually cancel such contract (involving a salesman at your door steps) under Consumer Protection (Fair Trading) Act. You have for this 5 working days so it may be already too late. There are some charges involved but I don't expect this to be as much as 260++ SGD. Google for more.


But the thing is i called for a cancellation 2 days after my father signed. And CSO said there wasn't any record found for the next contract. Just our current BB+bbom plan.

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x9200
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Postby x9200 » Wed, 26 Sep 2012 12:00 pm

andrewgoh90 wrote:
x9200 wrote:Probably not many people are aware but you can actually cancel such contract (involving a salesman at your door steps) under Consumer Protection (Fair Trading) Act. You have for this 5 working days so it may be already too late. There are some charges involved but I don't expect this to be as much as 260++ SGD. Google for more.


But the thing is i called for a cancellation 2 days after my father signed. And CSO said there wasn't any record found for the next contract. Just our current BB+bbom plan.


But you are not a party of the contract so you can not cancel it for your father (I believe you can not have effective empowerment communicated over the phone line). Whether they have it in their DB or not does not make the contract to disappear. Probably the safest way to cancel it would be to do it in writing and send it either by RA or bring it to some customers service center and have back a stamped copy (Received on ....).

andrewgoh90
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Postby andrewgoh90 » Wed, 26 Sep 2012 12:22 pm

x9200 wrote:
andrewgoh90 wrote:
x9200 wrote:Probably not many people are aware but you can actually cancel such contract (involving a salesman at your door steps) under Consumer Protection (Fair Trading) Act. You have for this 5 working days so it may be already too late. There are some charges involved but I don't expect this to be as much as 260++ SGD. Google for more.


But the thing is i called for a cancellation 2 days after my father signed. And CSO said there wasn't any record found for the next contract. Just our current BB+bbom plan.


But you are not a party of the contract so you can not cancel it for your father (I believe you can not have effective empowerment communicated over the phone line). Whether they have it in their DB or not does not make the contract to disappear. Probably the safest way to cancel it would be to do it in writing and send it either by RA or bring it to some customers service center and have back a stamped copy (Received on ....).


The CSO on the line had called my father for approval and he agreed. On the CS side, it appears that the call log was recorded because the CSO i spoke to yesterday was able to retrieve what the previous CSO had done (emails sent to sales dept, time i called, date i called, etc)

The salesperson who came to my door that day called my just now asking do i really want to cancel and apologised that he may have spoken too fast but he did tell us about the charges. But it appears to me he just want to avoid trouble on his side or because I want to lodge a complaint against him to Singtel. I knew his name and got his contact number yesterday.

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x9200
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Postby x9200 » Wed, 26 Sep 2012 1:05 pm

If this is the case you are probably on safe but you may still google out to ensure no written form was required to cancel it. If they want to charge you explain that you have cancelled the contract on the base of the mentioned act. This act was created exactly for the problems you are facing right now - an unprofessional or dishonest sales person operating outside the company office.
If you still have problems with them contact Consumers Association of Singapore (CASE) www.case.org.sg.

andrewgoh90
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Postby andrewgoh90 » Wed, 26 Sep 2012 1:14 pm

x9200 wrote:If this is the case you are probably on safe but you may still google out to ensure no written form was required to cancel it. If they want to charge you explain that you have cancelled the contract on the base of the mentioned act. This act was created exactly for the problems you are facing right now - an unprofessional or dishonest sales person operating outside the company office.
If you still have problems with them contact Consumers Association of Singapore (CASE) www.case.org.sg.


Oh. Thanks so much! Appreciate your help. :D


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